Sheila Manderson will be retiring from the Butterfield Bank Board of Directors on July 31, after serving on the Board for 10 years.

Mrs. Manderson said she had been privileged to be part of the Bank's significant success in recent years, and she expressed sincere appreciation for the support she received from employees at all levels throughout her tenure.

She said serving the Bank on the Board of Directors had been an experience of a lifetime and she will miss the Bank.

Dr. James King, Board Chairman said: "Mrs. Manderson has achieved a high level of attendance and contribution to the Board's deliberations and her wise guidance and support will be missed."

The Board of Directors has filled the vacancy by the appointment of a new director, Pauline Richards. Ms. Richards is a director and Audit Committee Chair of New York Stock Exchange listed conglomerate Cendant Corporation and formerly acted as chief financial officer for a number of Bermuda based financial services companies.

She is also Director of Development of Saltus Grammar School. "We are delighted to welcome Pauline Richards to the Board," Dr. King said.

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Bermuda Bakery Limited has changed its name and was registered as West Hamilton Limited on July 14.

The name change is in accordance with section 10 of the Companies Act 1981 and by resolution and with the approval of the Register of Companies.

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The entire staff of HWP has completed the Standards of Service training programme, a one day course designed by Growth Associates in Washington designed specifically for HWP's needs.

All the company's 183 employees completed the course, part of the company's ongoing customer training, involving continuous training for existing employees and orientation training for new employees.

The one day course covered the development of the standards and how they are to be achieved as well as role playing and tactics for dealing with the wide variety of customer concerns.

It is being delivered by HWP's own customer service trainers, Bermudians Carneal Smith and Lorna Taylor, who were trained in the delivery of the programme by Growth Associates.

The customer standards applied by HWP were derived from staff workshops, where staff from all departments were invited to put forward their views and suggestions as to how the company must conduct customer service.

The standards they devised have been adopted by HWP and posted throughout the company's premises.

HWP has also re-launched an internal working group called the Cross Functional Council (CFC) with representation from each department within the company.

The CFC is responsible for reviewing and revising customer service standards and providing targeted feedback to staff.

HWP also uses key business indicators to assess each department on a monthly basis to determine strengths and weaknesses. This information is used to set improvement targets for staff. The CFC meets monthly.

Ms. Taylor, who is also Manager of Customer Relations and Administration, is responsible for monitoring progress of customer service through the customer comment cards, reviewing any constructive criticism as well as monitoring telephone calls.

From this data, she compiles Customer Service Index numbers monthly for each department and provides feedback to management and staff.

Ms. Smith, one of HWP's customer service trainers who also manages the appliance service and parts department said: "We teach our team members that customer service is up to each and every one of us."

"The training is designed to help us to refresh our skills in this area, and the ongoing working group will enable us to remain at the cutting edge of customer service. In recent research 57 percent of customers told us that staff friendliness is critically important when choosing a vehicle or motorcycle. We want to exceed that expectation."